The Quality Assurance Manager is an individual contributors role that safeguards both sales and service quality, ensuring every interaction strengthens customer trust, improves conversion, and drives long-term retention. This role defines what quality looks like in customer and sales conversations, identifies the markers of success, and ensures learnings are prioritized, tested, and translated into coaching, enablement, and cross-functional strategies. Acting as both a guardian of quality and a builder of the QA function, this leader will partner closely with Enablement, Customer Success, Sales, QMS, Analytics, and Continuous Improvement to create feedback loops that fuel agent performance and customer outcomes. The role also plays a pivotal part in establishing the foundation for a scalable Quality Center of Excellence.